GB2620533A - Information processing device, information processing method, and program - Google Patents

Information processing device, information processing method, and program Download PDF

Info

Publication number
GB2620533A
GB2620533A GB2316357.9A GB202316357A GB2620533A GB 2620533 A GB2620533 A GB 2620533A GB 202316357 A GB202316357 A GB 202316357A GB 2620533 A GB2620533 A GB 2620533A
Authority
GB
United Kingdom
Prior art keywords
important
speaker
operator
matters
checklist
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
GB2316357.9A
Other languages
English (en)
Other versions
GB202316357D0 (en
Inventor
Machida Kenichi
Matsui Kazuhira
Tanaka Asato
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
NTT TechnoCross Corp
Original Assignee
NTT TechnoCross Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by NTT TechnoCross Corp filed Critical NTT TechnoCross Corp
Publication of GB202316357D0 publication Critical patent/GB202316357D0/en
Publication of GB2620533A publication Critical patent/GB2620533A/en
Pending legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/1822—Parsing for meaning understanding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • Strategic Management (AREA)
  • Health & Medical Sciences (AREA)
  • Signal Processing (AREA)
  • Finance (AREA)
  • Theoretical Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Tourism & Hospitality (AREA)
  • General Business, Economics & Management (AREA)
  • Economics (AREA)
  • Accounting & Taxation (AREA)
  • Development Economics (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Multimedia (AREA)
  • Acoustics & Sound (AREA)
  • Human Computer Interaction (AREA)
  • Computational Linguistics (AREA)
  • Artificial Intelligence (AREA)
  • Game Theory and Decision Science (AREA)
  • Entrepreneurship & Innovation (AREA)
  • General Health & Medical Sciences (AREA)
  • Human Resources & Organizations (AREA)
  • Primary Health Care (AREA)
  • Telephonic Communication Services (AREA)
  • User Interface Of Digital Computer (AREA)
GB2316357.9A 2021-03-31 2022-01-14 Information processing device, information processing method, and program Pending GB2620533A (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2021059677 2021-03-31
PCT/JP2022/001144 WO2022209143A1 (fr) 2021-03-31 2022-01-14 Dispositif de traitement d'informations, procédé de traitement d'informations, et programme

Publications (2)

Publication Number Publication Date
GB202316357D0 GB202316357D0 (en) 2023-12-13
GB2620533A true GB2620533A (en) 2024-01-10

Family

ID=83458537

Family Applications (1)

Application Number Title Priority Date Filing Date
GB2316357.9A Pending GB2620533A (en) 2021-03-31 2022-01-14 Information processing device, information processing method, and program

Country Status (4)

Country Link
US (1) US20240013779A1 (fr)
JP (1) JPWO2022209143A1 (fr)
GB (1) GB2620533A (fr)
WO (1) WO2022209143A1 (fr)

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008123447A (ja) * 2006-11-15 2008-05-29 Mitsubishi Electric Information Systems Corp オペレータ業務支援システム
JP2020052809A (ja) * 2018-09-27 2020-04-02 パナソニックＩｐマネジメント株式会社 説明支援装置および説明支援方法

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9601117B1 (en) * 2011-11-30 2017-03-21 West Corporation Method and apparatus of processing user data of a multi-speaker conference call
US9451090B2 (en) * 2013-10-31 2016-09-20 Genesys Telecommunications Laboratories, Inc. System and method for performance-based routing of interactions in a contact center
US20160094411A1 (en) * 2014-09-25 2016-03-31 Avaya Inc. System and method for optimizing performance of agents in an enterprise

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2008123447A (ja) * 2006-11-15 2008-05-29 Mitsubishi Electric Information Systems Corp オペレータ業務支援システム
JP2020052809A (ja) * 2018-09-27 2020-04-02 パナソニックＩｐマネジメント株式会社 説明支援装置および説明支援方法

Also Published As

Publication number Publication date
JPWO2022209143A1 (fr) 2022-10-06
GB202316357D0 (en) 2023-12-13
WO2022209143A1 (fr) 2022-10-06
US20240013779A1 (en) 2024-01-11

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